Complaints Procedure

Man with Van Bayswater Complaints Procedure

Man with Van Bayswater is committed to providing a reliable, professional and safe moving service for all customers. We recognise that, on occasion, things may not go as planned. This Complaints Procedure explains how you can raise a concern about any aspect of our service, and how we will work with you to resolve it fairly and promptly.

Purpose of this Complaints Procedure

The purpose of this procedure is to:

Provide a clear and accessible way for customers to raise concerns about our man and van or removal services.

Ensure complaints are handled consistently, fairly and within reasonable timeframes.

Help us identify areas where we can improve our moving and delivery services.

This procedure applies to all customers who have used, or attempted to use, our services, including local moves, part-loads, single-item collections and small house or office removals.

What Counts as a Complaint

A complaint is any expression of dissatisfaction, whether spoken or written, about the standard of our service, the conduct of our staff or contractors, or the way we have handled a previous concern. Examples include:

Concerns about delays, missed collection or delivery times, or changes to booking arrangements.

Issues relating to the care and handling of furniture, boxes, appliances or other items.

Concerns about the behaviour, courtesy or professionalism of drivers or porters.

Disputes about charges, quotes, waiting time or any extra fees associated with the move.

Issues with the accuracy of information given before, during or after the removal service.

How to Make a Complaint

We encourage customers to raise any concerns as soon as possible so that we can address them quickly. You can make a complaint in the following ways:

Verbally, by speaking directly to the team on the day of the move, or to a supervisor if available.

In writing, by sending a detailed description of the issue and the service booked, including dates, times and any relevant information about your move.

When raising a complaint, please provide:

Your full name and, if applicable, the name under which the booking was made.

The date and time of the service and the pick-up and drop-off locations.

A clear description of what went wrong and when it occurred.

Details of any damage, loss, delay or other problem experienced.

What outcome you are seeking, such as an explanation, apology, corrective action or review of charges.

Time Limits for Submitting a Complaint

To help us investigate effectively, please submit your complaint as soon as you become aware of the issue. For damage to items or property, we ask that you notify us as soon as is reasonably possible after the move, ideally with photos and a description of the damage. Complaints submitted long after the service may be more difficult to investigate fully, but we will always review the information you provide.

How We Handle Your Complaint

We aim to handle all complaints professionally and fairly. Our process generally follows these stages:

Receipt and acknowledgement. We will record your complaint and, where you have provided contact details, acknowledge receipt and confirm that we are investigating.

Initial review. We will review the details you have provided, including any booking records, job sheets, notes from the driver or team, and any photographs or evidence supplied.

Investigation. If required, we will speak with the staff involved and any other relevant parties. We may contact you for further information or clarification.

Outcome and response. Once the investigation is complete, we will explain our findings to you. Where appropriate, we may offer an apology, an explanation, corrective action, service improvement measures, or a review of charges in line with our terms and conditions.

We aim to resolve most complaints as quickly as possible. The time needed will depend on the complexity of the issue, but we will always try to keep you informed if more time is required.

Evidence and Supporting Information

To help us investigate your complaint thoroughly, we may ask you for supporting information such as photos of any damage, copies of inventories, packing lists, or messages related to the booking. Providing clear evidence helps us reach a fair and balanced decision about what happened and what should be done next.

Our Commitment to Fairness

Every complaint is handled objectively. We will consider both your account and the information available from our team and records. We will not treat you less favourably for raising a concern. Feedback from complaints is used to review our working practices, staff training and service standards, including how we plan moves, handle items, and communicate about timings, access and parking.

Escalating a Complaint

If you are not satisfied with the outcome of your complaint, you can ask for a review. In your request, please explain why you disagree with the decision and provide any additional information you believe is relevant. A more senior member of our team will then re-examine the complaint, the investigation and the response provided. Following this review, we will confirm our final position on the matter.

Limitations and Liability

Any remedy or compensation offered will be considered in line with our terms and conditions, the nature of the service you booked, and the information and evidence available. Certain items may be carried at owner risk, and we may not be liable for pre-existing damage, inadequate packing by the customer, or circumstances beyond our reasonable control, such as severe traffic disruption or access restrictions. However, even where we are not liable for loss or damage, we still welcome feedback so that we can improve the way we deliver our man and van and removal services.

Continuous Improvement

We view complaints and customer comments as an important source of learning. Patterns or recurring issues are reviewed so we can make practical changes, such as updating checklists, improving communication about parking and access, or providing additional training on safe lifting and loading techniques. Our aim is to reduce the likelihood of similar problems occurring in future and to maintain a high standard of service for all customers who rely on us for local moves and small removals.

Review of this Procedure

This Complaints Procedure is reviewed regularly to ensure it remains clear, fair and effective. Changes may be made to reflect updates in our services, operational practices or legal requirements. The most current version of this procedure applies to all complaints received.